Customer Success Manager, Growth
New
N
NylasB2B SaaS
Remote - Toronto, Ontario; Remote - New YorkFull-TimeMiddle
SalaryCanada: CA$80K – CA$110K (Total On-Target Earnings); USA (NYC): $85K – $115K (Total On-Target Earnings). 85/15 split.
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Job Details
- Experience
- 2-5 years
- Required Skills
- Data AnalysisSalesforceAccount ManagementCRMCustomer SuccessHubSpot
Requirements
- 2-5 years of experience in Customer Success, Account Management, Sales, Business Development, Customer Growth, or a similar customer-facing role within a B2B SaaS organization.
- Strong communication and discovery skills, with the ability to build trust, uncover customer needs, and identify commercial opportunities.
- Demonstrated curiosity and commercial instincts, with the ability to recognize customer needs and confidently identify opportunities for growth without waiting for inbound requests.
- A proactive mindset and a willingness to take initiative.
- Strong organizational skills with the ability to effectively prioritize work across a large portfolio of customers.
- Comfort using data to prioritize outreach and inform customer conversations.
- Familiarity with CRM and Customer Success platforms such as HubSpot, Vitally, Salesforce, or similar technologies.
- Comfortable leveraging modern AI tools such as ChatGPT to improve productivity, research customer accounts, draft communications, and streamline day-to-day work.
- A collaborative approach and the ability to work effectively across Customer Success, Sales, Revenue Operations, Product, and Support.
- A growth mindset and genuine enthusiasm for learning, experimenting, and continuously improving.
Responsibilities
- Own the growth strategy across a portfolio of SMB customers, proactively identifying opportunities to increase customer value and expand their investment in Nylas.
- Analyze customer health, API usage, product adoption, lifecycle stage, and other signals to prioritize outreach and identify accounts with the greatest growth potential.
- Execute scalable, data-driven engagement strategies that balances personalized outreach with automation to effectively manage a high-volume customer portfolio.
- Partner with customers to increase product adoption where it supports stronger business outcomes and commercial growth.
- Identify and qualify expansion opportunities before collaborating with Enterprise Customer Success Managers or Account Executives as accounts mature and exceed defined portfolio thresholds.
- Build trusted customer relationships while managing a high-volume portfolio through a combination of personalized engagement and scalable digital success programs.
- Partner with Customer Success Operations and Revenue Operations to improve playbooks, customer journeys, automation, and digital engagement strategies.
- Leverage AI tools such as ChatGPT and other emerging technologies to improve productivity, research customer accounts, personalize outreach, and enhance day-to-day workflows.
- Maintain accurate customer data and account activity within HubSpot, Vitally, and other Customer Success systems.
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